Zoho FSM | Crew Management

Crew Management

A crew consists of several field agents who are grouped together to conduct a specific task. Each crew is assigned a lead.

Permission RequiredCrew
Find out the Edition-specific limits for Crew.

Create Crews

To create a crew:
  1. Select Crew from the Workforce menu and click Create.
  2. Perform the following actions, then click Create:
    1. Enter a name in the Crew Name field.
    2. Select a Territory.
      This is the territory whose resources you want to add to the crew.
    3. Enter a Crew Size.
    4. Description of the crew.



  3. Click + Create under the Crew Members tab to add members, then click Create.
    Service Resource: All field agents currently active in the territory will be listed here.
    Start Date Time: This indicates the date from which the field agent will be active in the crew.
    End Date Time: This indicates the date from which the field agent will be inactive in the crew.



    One of the crew members will be designated as the lead.

    While adding a crew member, if you provide a Start/End Date Time during which the service resource is not present in the selected territory, then you will encounter an error (refer screenshot below). You can either change the Start/End Date Time here or change the Start/End Date Time during which the service resource is present in the territory.



    While adding a crew member, if you provide a Start/End Date Time during which the service resource is part of another/same crew, then you will encounter an error (refer screenshot below). You can either change the Start/End Date Time here or change the Start/End Date Time during which the service resource is present in the other/same crew.



  4. Change the lead, if necessary.
    The name of the lead will be displayed on the top left side.



  5. Click + Create under the Territories tab to assign territories to the crew. Select a Territory, and set the Start Date Time and the End Date Time. The period between the Start Date and the End Date is when the crew will be active in that territory. Click Create.



    Only after you assign a territory to the crew, will:

    - The crew be listed in the Service Resource dropdown of the Create Appointment overlay, provided the service appointment is created for the same territory.

    - The crew be listed under the territory in the Gantt view of Dispatch Console

  6. Click + Creatunder the Skills tab to add skills for the crew. Select a Skill and Rating. Click Create.


Edit Crews 

To edit crews:
  1. Select Crew from the Workforce menu.
  2. Select the name of the crew and click the Edit [icon for the entry you want to modify.
  3. Modify the required details and click Save.
    The value of Territory cannot be edited. Past dates also cannot be edited.


Points to remember
  • When assigning a territory to a crew, the active period of the crew (Start Date - End Date) in the territory should be such that the individual field agents in the crew are also active in the territory during that period.
  • During the time when a field agent is part of a crew, they will not be available as an individual resource.
  • The number of active field agents in the crew must not exceed the Crew size. Field agents are active in a crew if their End Date is not in the past.
  • Once assigned, you cannot remove a field agent from the crew. If you no longer want the field agent to be part of the crew, then you need to set the End Date Time for them.
  • You can add multiple territory entries for a crew as long as the active periods (Start Date - End Date) do not overlap.
  • After you dispatch a service appointment, if you add a member to the crew to which the service appointment is assigned, the service appointment will not be available to this new member unless you reschedule and save the appointment. Please note that the service appointment date should be within the active period (Start Date - End Date) of the new member.
  • After a service appointment assigned to a crew is dispatched, if you change the active period (Start Date - End Date) of a member of the crew such that the service appointment date falls outside this period, the service appointment will still be available to this crew member unless you reschedule and save the appointment. However, if the crew member happen to be the lead or have All Records permissions, then they will continue to have access to the service appointment even after rescheduling.
  • Only after you dispatch a service appointment will it be visible to the other crew members of the service appointment. Till then only the crew owner will be able to see the service appointment.

Deactivate Crews 

To deactivate crews:
  1. Select Crew from the Workforce menu.
  2. Click the name of the crew you want to deactivate. Click Delete.



  3. Click Delete to proceed. 
The deactivated crews can be seen under the Inactive Crew list.
 

 
The members and territories assigned to the crew will be removed from the crew. For the active members and the territories, the date of deletion will be set as the End Date Time.
 



Service Appointments View

The service appointments assigned to the crew will be listed under the Service appointments tab.


Calendar View

The appointments assigned to the crew can be viewed in the calendar with Monthly, Weekly, or Daily views. Hover over an entry to view the details. Further details of the appointment can be viewed by clicking on the entry.
 


You can do the following in the service calendar:
  1. Create appointment
  2. Reschedule through drag and drop

Create Appointment 

  1. Click on the point in the calendar that corresponds to the day or time for which you want to create the appointment.
  2. In the Create Appointment popup, choose the work order for which you want to create the appointment.
  3. In the Create Appointment popup, the following details will be populated, which you can change if required. Click Schedule or Schedule and Dispatch to continue.
    1. Service
    2. Summary
    3. Scheduled Start/End Date Time
    4. Service Resource
You can create appointments from the Month, Week, and Day views.
 

Reschedule Appointment 

From the service resource calendar, you can reschedule an appointment in the following ways:
  1. Drag and drop an appointment to a different date or time
  2. Resize the appointment
You can reschedule an appointment by dragging and dropping it to a different date or time. In the Schedule Appointment popup, the details are prefilled. Make the necessary changes and click Schedule Appointment.
You can reschedule appointments from the Month, Week, and Day views.


 
You can also reschedule an appointment by resizing the appointment. Move your cursor to the bottom edge of the service appointment and when the cursor changes to a downward arrow, resize it to the duration you want for the service appointment. In the Schedule Appointment popup, the details are prefilled. Make the necessary changes and click Schedule Appointment

You can resize and reschedule appointments only from the Week, and Day views.



Tip: Click on the date in the Month view to go to the Day view.




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